Drive-Through Pickup

A retail service that enables customers to order products online and pick them up at a designated drive-through area, offering a quick and convenient option for busy shoppers.

What is Drive-Through Pickup?

Drive-through pickup is a convenient retail service where customers collect their purchases without leaving their vehicles. They place orders online, receive notifications when ready, drive to a designated area, verify their identity, and have their items brought to their cars. It offers a contactless and time-saving experience for both customers and retailers.

How Drive-Through Pickup works

  • Online Ordering: Customers place their orders through a retailer's website or mobile app, selecting the items they want to purchase.

  • Order Preparation: Once the order is received, the retailer prepares the items, ensuring they are properly packaged and ready for pickup.

  • Notification: Customers receive notifications via email, SMS, or app alerts when their order is ready for pickup. The notification includes instructions on where to go for the drive-through pickup.

  • Drive-through Area: The retailer designates a specific area in their parking lot or store premises for drive-through pickup. It is usually marked and well-organised to facilitate smooth traffic flow.

  • Arrival and Verification: Customers drive to the designated drive-through area and verify their order by providing necessary information, such as their order number or name, to the retailer's staff.

  • Contactless Handoff: Once the customer's order is confirmed, the retailer's staff brings the items to the customer's vehicle, ensuring a contactless handoff to maintain safety and convenience.

  • Completion and Departure: After the customer receives their items, they can check the contents and confirm the order's accuracy. Once verified, they can safely depart from the drive-through pickup area.
The key aspect of drive-through pickup is its focus on providing a convenient and efficient shopping experience for customers, eliminating the need for them to enter the store while still ensuring they receive their purchases in a timely and secure manner.

Pros of Drive-Through Pickup

  1. Convenience: Drive-through pickup offers customers the convenience of picking up their online orders without having to enter the store. It saves them time and effort, especially for quick and straightforward transactions.
  2. Contactless and Safe: In times of increased hygiene and safety concerns, drive-through pickup allows for a contactless transaction. Customers can receive their items without direct physical contact, minimizing the risk of exposure to germs or viruses.
  3. Efficient Order Fulfillment: Drive-through pickup streamlines the order fulfillment process for retailers. They can efficiently process and fulfill online orders, ensuring that customers receive their purchases promptly. It helps in managing order volumes effectively and reducing wait times.

Cons of Drive-Through Pickup

  1. Limited Product Selection: Drive-through pickup may have limitations when it comes to offering a wide range of products. Some retailers may only make certain items available for drive-through pickup, excluding others that require in-store browsing or specialised handling. This can limit customers' choices and potentially affect their shopping experience.
  2. Lack of Personalised Assistance: With drive-through pickup, customers may miss out on the personalised assistance and guidance that they would typically receive in-store. They won't have the opportunity to interact with store staff for product recommendations, sizing assistance, or any other inquiries they may have. This can be a drawback, especially for customers who prefer or rely on in-person assistance.
  3. Limited Customer Experience: Drive-through pickup eliminates the traditional in-store shopping experience, which may be an essential aspect for some customers. It eliminates the opportunity for customers to browse, touch, and try on products before making a purchase. This can impact the overall customer experience, particularly for those who enjoy the tactile and sensory aspects of shopping.


Below you will find answers to common questions
Can I offer drive-through pickup for all products in my store?
Drive-through pickup can be implemented for a wide range of products, but it may not be suitable for all items. Certain products, such as large furniture or fragile items, may require specialised handling or customer interaction, making them challenging to offer through drive-through pickup. It's important to evaluate your product assortment and consider factors like size, weight, fragility, and customer preferences when determining which items are suitable for drive-through pickup.
How can I ensure a smooth and efficient drive-through pickup process for my customers?
To ensure a smooth and efficient drive-through pickup process, there are several key considerations. Firstly, clear signage and instructions should be provided to guide customers to the designated pickup area and inform them of any specific procedures. Having a well-organised order fulfilment process with efficient communication between store staff and customers is crucial. Utilising technology, such as mobile notifications or QR codes, can also help streamline the process. Additionally, having dedicated staff available to assist customers during pickup and promptly addressing any issues or concerns can contribute to a positive experience.